MS Senior Network Engineer

NTT DATA BUSINESS SOLUTIONS; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

NTT DATA in Bengaluru is seeking a Networking Managed Services Engineer (L2) to monitor, investigate, and resolve incidents across client IT infrastructure, ensuring uptime and service quality.

You will work with clients and internal teams, provide second-line support, contribute to projects, and help automate routine tasks while maintaining SLAs.

Qualifications

• Bachelor's degree or equivalent in IT/Computing.
• At least one technical certification in the above‑mentioned technologies.
• Strong planning skills and adaptability to changing circumstances.
• Ability to communicate across cultures and clients effectively.
• Client‑centric communication and resilience under pressure.

Responsibilities

• Work with clients and internal teams to ensure services are restored swiftly per SLAs.
• Review client requests and tickets to resolve them efficiently.
• Be the go‑to person for second‑line support for medium complexity incidents.
• Contribute to project work from time to time.
• Monitor work queues, perform operational tasks, and update tickets.
• Identify, analyse, and log issues before escalation.
• Communicate with teams and clients for risk identification and mitigation.
• Highlight key tickets during shift handovers for the next shift.
• Elevate tickets to Centers of Excellence when needed.
• Collaborate with automation teams to optimize tasks and coach L1 teams.
• Establish monitoring for client infrastructure and manage initial escalations.
• Log change requests, execute maintenance, and audit incident tickets.
• Drive trend analysis for automation opportunities to reduce tickets.
• Support disaster recovery functions as needed.

Job description

Job Summary

As a Networking Managed Services Engineer (L2) at NTT DATA, you'll take on a developing engineering role where your main goal is to ensure our clients' IT infrastructure and systems remain operational. You'll achieve this by proactively monitoring, identifying, investigating, and resolving technical incidents and problems.

Responsibilities

• You'll work closely with our clients and internal teams to ensure that services are restored swiftly, in line with our service level agreements (SLAs).
• You'll review client requests and tickets, applying your technical expertise to resolve them efficiently and effectively.
• You'll be the go‑to person for second‑line support, handling incidents and requests of medium complexity.
• In addition to your daily tasks, you'll have opportunities to contribute to exciting project work from time to time.
• You'll proactively monitor work queues, execute operational tasks, and update tickets with the actions you've taken.
• Identifying, analysing, and logging issues before they elevate will be a key part of your role.
• You'll communicate with other teams and clients to provide support and ensure that changes are executed with clear risk identification and mitigation plans.
• As part of the shift handover process, you'll highlight key tickets and upcoming critical tasks for the next shift.
• When needed, you'll elevate tickets to ensure the right focus from our Centres of Excellence (CoE) and other teams.
• Collaborating with our automation teams, you'll work on optimizing efforts and automating routine tasks, all while coaching our Service desk and L1 teams in both technical and behavioural skills.
• You'll also establish monitoring for client infrastructure, leading and managing initial client escalations for operational issues.
• Contributing to the change management process, you'll log change requests, execute approved maintenance activities, and audit incident and request tickets for quality.
• Your insights will drive trend analysis reports, identifying tasks suitable for automation to reduce tickets and optimize efforts.
• You might also support disaster recovery functions and other related tasks as needed.

Requirements

• Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and more familiarity with ticketing tools.
• At least one technical certification in the above‑mentioned technologies.
• Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
• Adaptability and resilience in a dynamic work environment.
• Ability to communicate and work effectively across different cultures and social groups.
• Proficiency in active listening and client‑centric communication.
• A positive outlook and the ability to work well under pressure.
• A client‑first attitude, always seeking to create positive client experiences.
• A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

Workplace type

Hybrid